2
How is SAP UEM Different You are teaching the customer how to buy… You are also teaching the customer how to differentiate SAP UEM from other solutions/tools that sound the same. These are questions easily handled – if handled well the first time they are asked. If that first answer is not good, the questions linger. You have tools – use them….

8
SAP UEM and SAP EEM Are Both Needed Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User “End user experience monitoring is the ability to collect response times by transaction and to determine the first level alerting criterion. We believe that this is best achieved by using a passive agent that provides true end user performance and an active agent that provide availability data.”

15
“As applications become more modular, distributed, volatile and interdependent, the only vantage point from which one can gather data that pertains to a given application as an integral whole is the user or customer interface. It would be accurate to say that it (the application) does not exist as an integral whole to be monitored, except as it was being consumed by a user or customer.” Industry Analysts are confirming that the best point of for capture of end- user metrics is The end-user interface Evaluation Criteria 1: Where are you measuring?

16
Not only does a desktop-based agent better reflect the true end-user experience — which the desktop’s performance could strongly influence — but it also provides insight into other parameters such as application usability and end-user behavior. Industry Analysts are confirming that the best point of for capture of end- user metrics is The end-user interface

19
Industry Analysts increasingly acknowledge that It is important to measure end-user behavior, and total Quality of Experience, not just response times. Evaluation Criteria 2: What are you measuring? “The preliminary conclusion that we can reach by looking at the type of information provided is that while appliance-based solutions mostly address the business and IT operations, desktop-based solutions address both IT operations and the application development side of the IT organization.”

20
“Vendors will offer all four varieties as components of a single integrated approach to end-user experience monitoring, but the second variety (passive monitoring with network appliance) will likely be subsumed by the third (end-user behavior capture and playback)”. Industry Analysts increasingly acknowledge that It is important to measure end-user behavior, and total Quality of Experience, not just response times. Evaluation Criteria 2 : What are you measuring?

21
Evaluation Criteria 3: What do YOU need to do to make it work Simulated End-User NetworkRouterFirewallSwitchLoad Balancer Application Tier Database Tier Web Tier Mainframe Tier Real End-User Install the “out of box” product Build scripts for each Transaction you want to monitor Maintain scripts every time you change the transactions Install the “out of box” product Install the “out of box” product Build scripts For each Transaction you want to monitor Back-out any live Transactions Maintain Scripts Every time you change the transactions The implications are manifest in: Time to value Cost of implementation Fragility of monitoring solution to change Cost of ongoing ownership Knoa Network Appliances System Management Application Monitoring Synthetic Agents Network Monitoring Tools

23
Application Modeling Eliminates Scripting Menus Modules Transactions Screens Fields Dialogs Errors “Knoa's technology is constructed to easily provide coverage of all transactions associated with a given application, not just a sample that is the more typical default approach.”

26
100% Transaction Monitoring discovers the real performance issues across the entire employee population and the entire application Complete monitoring coverage enables new ‘use-cases’, such as Monitoring adoption and compliant utilization of the entire application Monitoring employee proficiency when using the entire application The resiliency of the Knoa monitoring template dramatically reduces lifetime ‘cost of ownership’ Knoa’s technology eliminates the need for costly, ongoing script maintenance as applications change It is not really possible to monitor the entire application portfolio in use by the end-user population if you have to uniquely configure for each application. The ‘time to value’ is dramatically reduced The Key Difference is Knoa’s Monitoring Architecture

28
Knoa Software's solution in this market is grounded in its vision of fulfilling all the End-User experience measurement needs of IT organizations." Knoa is an especially good fit for buyers that: · Focus on true end-user experience monitoring. Knoa’s contention is that many difficulties arise from application usability issues. Consequently, their solution is very strong in analyzing errors and problems at that level. · Want a product that crosses IT operation and application development boundaries. In an integrated IT organization that cares for the end-user experience, it is probably as important to create applications that are easy to use and minimize usability issues as it is to provide good online performance. Knoa’s product allows the whole IT organization to work together on improving end-user productivity. Evaluation Criteria 4: Who Uses the Information

29
Knoa Industry Leadership Knoa is increasingly recognized as the innovation leader by Industry analysts and pundits “Knoa EPM is a Leader in Passive Agent end-user monitoring” “Knoa Software is a Cool Vendor” “The Leader in Driving End-user Productivity” “Overall we are very impressed with Knoa” “Knoa’s products are a gift for our troubled times”